byTicks Ticket Guarantee

Claim & Support

Bought a Ticket Guarantee and can’t attend for a covered reason? File your claim below. You can also read the full terms and conditions.

Claim received

Thanks - we’ve received your claim and the documents you attached. Our team reviews each claim individually and will email you with the outcome. Please don’t submit the same claim twice.

Please complete every section and attach the required documents. Incomplete claims can’t be reviewed. Fields marked * are required.

Ticket Guarantee Claim 0% complete

1 About you

Full name *

Please enter your full name.

Email *

Where we’ll send the outcome.

Enter a valid email address.

Phone *

Please enter a phone number.

2 Your event

Event name *

Please enter the event name.

Event date *

Please select the event date.

Order or ticket number *

Found in your byTicks confirmation email.

Please enter your order or ticket number.

This event has already passed, so it’s not eligible for a claim.
Claims can only be made before the event takes place. Please check the date.

3 Proof of purchase Ticket or proof of payment * Drag a file here or browse
PDF, JPG or PNG · max 5 MB

Please attach your ticket or proof of payment.

4 Why you can’t attend Reason *

Serious illness or accident Death or serious illness of a close family member Pregnancy complications Damage to your home (fire, flood, burglary) Unexpected hospitalisation or operation Urgent care duty for a dependent

Please select the situation that applies.

What happened? *

0/200 characters

Please add a bit more detail (at least 20 characters).

Proof of your situation * Drag a file here or browse
e.g. medical certificate · PDF, JPG or PNG · max 5 MB

Please attach proof of your situation.

I confirm the information above is true and complete, and I agree to the Ticket Guarantee terms.

Reviewed individually. We’ll email you the outcome.

These are the terms and conditions for the byTicks Ticket Guarantee. The guarantee covers the value of your ticket if you are unable to attend an event for one of the reasons set out below.

1 Definitions

1.1 byTicks: the provider of the ticketing platform and of this Ticket Guarantee.

1.2 buyer: the person who purchased the ticket and added the Ticket Guarantee at checkout, named on the order.

1.3 event: a performance, concert, festival or similar event for which a ticket was sold.

1.4 ticket value: the amount paid for the ticket as shown on the order, excluding the Ticket Guarantee fee.

1.5 fee: the amount paid by the buyer for the Ticket Guarantee, including any applicable tax.

2 Period of validity

The Ticket Guarantee starts when the ticket and guarantee are purchased and ends at 00:00 on the day the event starts. It can only be added at the same time as a ticket.

3 Fee

3.1 The buyer pays the fee to byTicks when adding the Ticket Guarantee at checkout. The guarantee only starts after the fee is paid.

3.2 The fee is a percentage of the ticket value plus service fee, shown clearly at checkout before payment. The buyer’s ticket price is not changed by adding the guarantee.

3.3 The fee is not refundable, except (i) if the guarantee is cancelled within 14 days of purchase and before the event, or (ii) if the event is cancelled by the organiser, other than cancellation due to force majeure.

4 Where it applies

The Ticket Guarantee applies to events and buyers in the regions where byTicks offers it. The applicable region is shown at checkout, and byTicks may limit the guarantee to certain countries or events.

5 What is covered

Subject to the exclusions in Article 7, the buyer is entitled to a payout if they are unable to attend the event because of one of the following unforeseen events:

Death, serious illness or a serious accident or injury of the buyer.
Death, serious illness or a serious accident or injury of a close family member (first or second degree) or a member of the buyer’s household.
Complications in pregnancy of the buyer or their partner.
Material damage to the buyer’s home (e.g. fire, flood or burglary) that makes their presence there urgently necessary.
An unexpected, medically necessary operation for the buyer, their partner or a child living with them.
Illness or injury of a first-degree family member who therefore needs urgent care that only the buyer can provide.

6 Payout

6.1 byTicks reimburses the ticket value shown on the order.

6.2 Payment is made after deduction of any refunds already received for the same ticket.

6.3 The Ticket Guarantee fee itself is not part of the payout.

7 What is not covered

A false statement or misrepresentation of the facts by the buyer.
The buyer not meeting their obligations, or not cancelling the ticket after a covered event.
The event being rescheduled by the organiser to another date or time.
(Expected) weather conditions.
War, civil unrest, terrorism, an epidemic or pandemic, a natural disaster, or a nuclear reaction.
The buyer’s intent or gross negligence, suicide or attempted suicide, or committing a crime.
Changing your mind, or not attending without a covered reason.

8 Your obligations

8.1 Do everything reasonably possible to prevent or limit the loss, and seek medical assistance promptly in case of accident or illness.

8.2 Notify byTicks as soon as reasonably possible, and in any case before the event date, by submitting a fully completed claim form with truthful information and original supporting documents.

8.3 If the buyer does not meet these obligations, byTicks may reduce the payout by the loss it suffers, and where the buyer acted with intent to mislead, the right to a payout lapses entirely.

9 How a claim is handled

Claims are submitted through this form and reviewed individually by byTicks, based on the information and documents provided. byTicks informs the buyer of the outcome by email.

10 Other cover

If the same loss could be claimed under another policy, guarantee or any law, this Ticket Guarantee applies only in the last instance - only the part of the loss that exceeds what can be claimed elsewhere is eligible.

11 Who can claim

Only the buyer is entitled to a payout. If the buyer dies, their lawful heirs may claim on submission of a certificate of inheritance. Payment is made using the payment details associated with the original order.

12 Time limit

Any right to a payout in relation to a claim expires three years after byTicks has sent its final written decision on that claim.

13 Personal data

When the buyer submits a claim, byTicks processes personal data - which may include documents relating to health or other sensitive circumstances - only to assess and settle the claim. It is kept no longer than necessary or than required by law, protected with appropriate access controls, and not shared except where necessary to handle the claim or to comply with the law. The buyer may request access, correction or deletion by emailing info@byticks.com.

14 Complaints & governing law

Complaints can be submitted to byTicks at info@byticks.com. These terms are governed by the law of the region in which the Ticket Guarantee is offered, as confirmed at checkout and in the order confirmation.